Hi,
I am a new host on Airbnb. We have had 6 guests so far and everything has been great until the last one. We have a strict cancellation policy as we are in a resort area and our first month were booked solid except for one night. This guest had no reviews on Airbnb, but we accepted her based on her Facebook profile. So, first, the day before check in, she sent me a message saying that her cousin had died and she might not make the trip. I replied that I was sorry about her cousin, but did not offer to refund her money. She then said that she was coming (good communication so far). She got here and said that some friends had rented a condo nearby and that she would be spending most of her time there. So far, so good. I checked in on her the day after arrival and everything was fine. She spent the night at my home and was gone all the next day. I went to work and when I got home about midnight she wasn't there. The next morning, I heard alot of banging around and she left and left her door open. I sent her a message asking whether she had to leave early (I was assuming for her cousin's funeral). I had a guest coming the next day and wanted to clean the room if she had left. She then sent me a message saying that indeed she had left, but not to go to the funeral, to go stay at her friends condo because she couldn't handle "the loud, thumping, techno music". I asked my husband about this and he said that he turned on some background music while he ate dinner. He did this through our Amazon Echo...so we can see on the app how loud it was and what time it was turned off. She claimed that it was very loud and thumping techno music that went on from 9PM until she left at 10:15 PM. We are at the beach with a pool in the backyard...so our quiet hours are from midnight until 8 AM. This was well before quiet hours. On the Amazon app, the music level was set at moderate and it was turned off at 10:01. The music was indeed background music...no loud, thumping, techno music. She claimed that she had a migraine headache and couldn't handle it, which of course could have been true, but she did lie by saying it was turned up really loud and lied that it was still on when she left at 10:15. She paid for three nights but only spent one night in our home. She did not contact us or say anything about this til I sent her the message. When I cleaned the room, self tanner all over our white sheets and appeared to be about a weeks worth of makeup on the hand towel in the room. It did come out of the sheets after washing 5 times, but I had to throw the towel away. I refunded her money for the two nights that she didn't stay, but I really think that she was trying to get us to refund her money when she found out a friend had rented a condo down the street. Nothing about the dead cousin after she got there...and she went to stay at said friends condo after the first night because of the music that was not loud. We lost $150 on two nights that would have been booked by someone else. She really didn't do anything wrong, but lied twice so that we would refund her money. I would not have her in my home again and if she gets horrible headaches, why would she stay in a location that has other people living there. She would be much better suited for a place where there are not other people. Help! How do I write a review on this?? All of our other reviews are 5 star by everyone who has stayed with us.
